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Office 2013 Crashing After Printing to HP Laser Printers

    Question

  • I have a customer with an HP Elite computer, Windows 8, and Office 2013 (perpetual license, NOT Office 365).  The first page of a print job to an HP laser printer comes out fine.  However, it will not print another page.  Word or Excel hangs, and then asks to "Restart, or Close".  After the first page, if I go to Task Manager, I see "Windows Host Process (Rundll32) Not Responding".  Also when I close Windows 8, I get the message hpmsn140.dll or hpmsn09.dll "Not Responding".

    This problem does not occur with other applications.

    This problem does not occur with other non-HP LaserJet printers.

    This problem occurs with both USB and network printers.

    The only way to clear the problem is rebooting the computer.

    I have tried the Windows 8 driver, HP's PCL 6 driver from their website, and HP Universal Print Driver from their website.  All have the same issue.

    I have tried logging in as Administrator, as well as, the Standard User.  Both logins have the problem.

    Any help would be appreciated.

    Michael


    • Edited by Michael1000 Tuesday, March 05, 2013 12:18 AM
    Tuesday, March 05, 2013 12:17 AM

Answers

  • After lots of testing I have found a setting that has fixed all my HP CP5520 and HP M4555 printers that were crashing when printing from Office 365's 2013 pro plus.

    It's the driver setting in Device settings -> Installable options -> Printer Status notification, this needs to be disabled.

    I hope this also fixes other peoples problems.

    Shane

    • Proposed as answer by Stoal76 Monday, April 22, 2013 1:18 AM
    • Marked as answer by Michael1000 Thursday, May 02, 2013 1:09 AM
    Monday, April 22, 2013 1:18 AM
  • We've managed to fix the problem, but via a fairly unexpected route.

    We ran the HP "Scrubber.exe" driver removal tool which is part of the "HP LaserJet Full Feature Software and Driver" download or on the CD that came with the Laserjet.... it's the the "utilities" folder.

    We then installed the "HP LaserJet Full Feature Software and Driver" just taking the default options throughout (i.e. installing the extra tools & software too).

    Office 2013 now prints perfectly on all affected PCs.

    Why there is a difference between the "Basic" and "Full" drivers (both downloaded from the same HP web page and apparantly the same version/date) and why the need to run the Scrubber tool first, even on a PC that's only ever had the above mentioned Basic driver installed... just doesn't make sense... but we've now done the above on 25 PCs and it does certainly fix the problem!


    Tuesday, March 26, 2013 8:56 PM

All replies

  • Hi Michael,

    First, start Word 2013 and Excel 2013 in safe mode to check whether the issue is caused by some add-ins.

    If the issue still occurs in safe mode, then start Windows in clean boot to check whether the issue is caused by some third party services.


    Jaynet Zhang
    TechNet Community Support

    Tuesday, March 05, 2013 5:47 AM
    Moderator
  • Thanks, Jaynet.  I'll go to the office tomorrow, and give this a try.

    Michael

    Tuesday, March 05, 2013 10:24 PM
  • Jaynet, I tried a clean boot as you described, and, unfortunately, it did not resolve the issue.  I tried printing from Notepad and Wordpad, and those two programs do not have a problem.

    Any further ideas to try?

    Thanks, Michael


    • Edited by Michael1000 Thursday, March 07, 2013 12:39 AM
    Thursday, March 07, 2013 12:20 AM
  • What MODEL is the HP Printer?

    Stuart

    Tuesday, March 12, 2013 5:14 PM
  • What MODEL is the HP Printer?

    Stuart

    The printer is HP LaserJet P2055d, and an HP Color LsserJet 4240n.

    We also found if the DLL error message is closed, a second print job can be submitted.  It appears the hpmsn09.dll and hpmsn140.dll are crashing.

    Michael

    Monday, March 18, 2013 11:46 PM
  • One of my customers has a similiar problem, any solutions to this yet?

    I don't have any detailed specifics about it as i haven't tried to fix the problem myself yet, since i found out that Office 2013 has some printing problems i'm waiting for an update.

    My client uses Windows 7, Office 2013 and has a HP ColorLaserJet CM4540N MFP.

    Thursday, March 21, 2013 12:46 PM
  • Same problem here. Office 2013 and HP Laserjet CP1525n. First page after a reboot prints and then the hang. I've tried all four of the current driver offerings from HP, namely PCL5 Universal, PCL6 Universal, Postscript Universal and lastly printer specific. All have the same problem. Interestingly this is only happening with Windows 7 32bit. We also have a few Windows 7 64 bit PCs and they are happy to print with the latest HP drivers and 32 bit Office 2013.

    Anyone solutions appreciated!

    • Proposed as answer by Arthurfuxake Tuesday, March 26, 2013 8:45 PM
    • Unproposed as answer by Arthurfuxake Tuesday, March 26, 2013 8:45 PM
    Thursday, March 21, 2013 5:56 PM
  • We've managed to fix the problem, but via a fairly unexpected route.

    We ran the HP "Scrubber.exe" driver removal tool which is part of the "HP LaserJet Full Feature Software and Driver" download or on the CD that came with the Laserjet.... it's the the "utilities" folder.

    We then installed the "HP LaserJet Full Feature Software and Driver" just taking the default options throughout (i.e. installing the extra tools & software too).

    Office 2013 now prints perfectly on all affected PCs.

    Why there is a difference between the "Basic" and "Full" drivers (both downloaded from the same HP web page and apparantly the same version/date) and why the need to run the Scrubber tool first, even on a PC that's only ever had the above mentioned Basic driver installed... just doesn't make sense... but we've now done the above on 25 PCs and it does certainly fix the problem!


    Tuesday, March 26, 2013 8:56 PM
  • I also was having the same problem with a client's PC printing to a HP Printer on a server share.  

    The problem started after upgrading the PC to Office 2013 application suite.

    The computer was a 32 bit Windows 7, with 32 bit Office 2013.

    The printer was a Laserjet 2300 series using HP Universal Print PCL6 driver.

    As a workaround I created a local port to print directly to the printer instead of using the server share with the UPD driver.  For the driver I used the native Windows 7 HP Laserjet 2300 PS.  The problem seems to be fixed.

    Tuesday, April 16, 2013 3:36 AM
  • One of my customers has the same problem.

    OS is Windows 7 Pro 32bit

    Office 2013 32bit

    HP Color LaserJet 2605dn : HP Universal Print Driver PCL6, HP Universal Print Driver for Windows Postscript

    I managed to discover that if I turned off "printing in background" i got a message in Windows taskbar that hpmsn140.dll stopped responding, with options to "find a solution and close program", "close program" and "wait for program to respond"

    If I "closed program" I could once again print from Office and other programs. Before that, my customer had to restart her computer every time.

    Problem occours with both PCL6 and Windows Postscript drivers, PCL6 caused hpmsn94.dll to crash, Windows Postscript caused hpmsn140.dll to crash.

    I also tried disabling bidirectional support, without any change.

    Wednesday, April 17, 2013 1:44 PM
  • Any updates/suggestions on this?

    I can confirm this is isolated to Windows 7 32-bit and HP Printers. This is happening on the Office 365 flavor of Office 2013.

    -Brad

    • Proposed as answer by Stoal76 Monday, April 22, 2013 1:14 AM
    Friday, April 19, 2013 4:33 PM
  • After lots of testing I have found a setting that has fixed all my HP CP5520 and HP M4555 printers that were crashing when printing from Office 365's 2013 pro plus.

    It's the driver setting in Device settings -> Installable options -> Printer Status notification, this needs to be disabled.

    I hope this also fixes other peoples problems.

    Shane

    • Proposed as answer by Stoal76 Monday, April 22, 2013 1:18 AM
    • Marked as answer by Michael1000 Thursday, May 02, 2013 1:09 AM
    Monday, April 22, 2013 1:18 AM
  • Shane:

    Thanks a million! Turning off the Printer Status notification seems to have worked. I was quite skeptical that would fix it, but I've seen weirder stuff before. I turned it off in Print Management on the server and it pushed out the updated setting to all of our machines.

    Thanks!

    -Brad G

    Thursday, April 25, 2013 3:34 PM
  • After lots of testing I have found a setting that has fixed all my HP CP5520 and HP M4555 printers that were crashing when printing from Office 365's 2013 pro plus.

    It's the driver setting in Device settings -> Installable options -> Printer Status notification, this needs to be disabled.

    I hope this also fixes other peoples problems.

    Shane

    Shane, thank you very much! This did the trick.

    Arthurfuxate, I did try HP scrubber.exe, and installed new drivers with no improvement.  The only way I got it to work was putting in a straight PCL driver on one of the printers, but then it shifted part of the output off the right side of the sheet (probably not compatible with Windows 8 even though it said it was).

    I appreciate everyone's input and brainstorming.

    Michael

    Monday, April 29, 2013 10:58 PM
  • Same issue here

    http://www.techieshelp.com/office-2013-crashes-when-printing-to-hp-printers/

    What we did was In the printer driver go to Device settings -> Installable options -> Printer Status notification and select disable.

    Wednesday, May 01, 2013 9:43 AM
  • Thanks very much Stoal76.  I was racking my brains for two days on this seemingly random issue.  This was exactly what fixed my issue with an HP Laserjet CM1410.
    Thursday, June 06, 2013 5:04 PM

  • That helped me as well - I have the HP Laserjet 100 M175 - I have not seen it hang since I changed the settings!  The best thing to do is to go to 'See What's Printing' which will get you to the print queue, where you can get to the printer properties to change the settings. This should be bookmarked so its more easy to find :)

    Thanks again!

    • Proposed as answer by JaySel Sunday, June 09, 2013 6:58 PM
    Sunday, June 09, 2013 6:58 PM
  • Thanks a lot !!!!I did what you suggest to my client with the same problem... (Windows 7 64bit, printer HP LaserJet P2055d +office 2013, error with hpmsn093.dll )

    And everything is ok now!!!

    Thanks a lot !!!!

    Tuesday, June 18, 2013 8:42 AM
  • All,

    I have been reading this post, and have tried to reproduce this issue. I would like to investigate this issue further. If you are still experiencing this issue, please reply to this thread.

    Best regards,

    Dan Eccher

    Dan Eccher
    AMS Advanced Technical Support
    Global Support Engineering

    Global Customer Care, PPS CSS

    Hewlett-Packard Co.

    Friday, June 21, 2013 2:25 PM
  • I have the identical problem! A new Dell Vostro 470 running 32-bit Windows 7 Pro & Office 2013 Home & Business Edition with a just out-of-the-box LaserJet 400 M401dne printer. Hooked it up first via a gigabit network cable and installed the latest HP Universal Printer Driver & the exact same thing happened.  Then I connected it via the USB cable; same problem.  After numerous tries I completely uninstalled the Universal Driver & installed the basic "native" driver that came with the printer and again tried first the network cable and then the USB cable - same problem.  It would print once out of Word, Excel & Outlook & then lock up, to the point that nothing else could be printed.  You could only print once per session in any of the programs; after that a reboot was necessary to print again. I could not, for example, print in Word & then jump to Excel & print again; it's a one-shot deal & then you have to reboot.

    After first printing one (and only one, because that's all it would let me print) Office document, tried Notepad, Wordpad & Adobe Reader but every time the print job would lock-up & show that it was "spooling" but nothing else.  Thinking that maybe something went drastically wrong at the operating system level I reformatted & did a totally clean install and loaded only Office 2013.  Performed all Windows Updates & Office updates (well, actually the new Office is supposed to take care of that itself) and then loaded only the basic HP printer driver which was native to the printer (not the Universal Driver) and nothing had changed.

    In testing I've discovered that you can print an unlimited number of times from Adobe Reader, Wordpad & Notepad as long as you have not first printed out of Office, but the first time any document, spreadsheet or email is printed out of Office that's it and the pooch has been screwed.  This has got to be a known problem by now because multiple people are experiencing it and it's repeatable.  The evidence is compelling that it has something to do with the HP drivers and Office 2013 so I would hope HP (and Microsoft, if necessary) will make a speedy resolution of this.  It's intolerable to have a new computer & printer and be forced to reboot each time you want to print a 2nd document.  Please hurry with the solution here. Thanks...

    Tuesday, June 25, 2013 12:22 AM
  • Hey Travis, please contact me at daniel dot eccher at hp dot com (sorry, not permitted to place links in this thread for some reason).
    Thursday, July 11, 2013 6:41 PM
  • DEccher, I will attempt to do so, although the (temporary?) fix listed above (What we did was In the printer driver go to Device settings -> Installable options -> Printer Status Notification and select disable.) has solved the overarching problem for the time being.  However, an all-purpose fix is still needed so that we all may be able to install the printer drivers (either the native one which comes with the printer or the HP Universal) without having to immediately go in and modify the internal settings in order to make it work. Plus, one would assume that the "Printer Status Notification" was put in there for some good reason and we should reasonably expect that it should work without causing the problems it apparently does when it is enabled.

    For the record, I have tested this on 3 different Windows 7 Pro (32-bit) / Office 2013 Home & Business (32-bit) computer installations with new-model HP laser printers and it has proven to be true in each case.  It does not occur with other-brand printers as far as I can tell...

    Thursday, July 11, 2013 7:24 PM
  • While this fix apparently worked for you for various & sundry unknown reasons the "true" fix was discovered by Shane and is much easier to implement than the tedious process you describe above. Don't get me wrong, kudos to you for running across it but the actual "nut" of problem still exists until HP, Microsoft or both come up with the solution, which is to update the printer driver code. The quick & easy work-around fix by Shane is this:

    After lots of testing I have found a setting that has fixed all my HP CP5520 and HP M4555 printers that were crashing when printing from Office 365's 2013 pro plus.

    It's the driver setting in Device settings -> Installable options -> Printer Status notification; this needs to be disabled.

    I hope this also fixes other peoples problems.

    Shane

    I have tested it now on multiple machines with Windows 7 Pro (32-bit, but it seems to be the same for the 64-bit version as well) with Office 2013 Home & Business utilizing the "Basic" HP driver set, because that's all we really need and the "Full Feature" set has so much overhead that it wastes a ton of hard drive space and tends to be a memory hog also.  All that's necessary after installation of the drivers is to follow the simple instructions above and you will be off & running.  Hopefully HP & Microsoft, et al, will rectify this real pain-in-the-neck glitch very soon so we don't have to go through this drill every time we install a new HP LaserJet printer.  I can't imagine how they let it slip through the cracks during testing, since it apparently happens essentially each & every time this particular combination of hardware & software is installed...

    Saturday, July 13, 2013 9:06 AM
  • Hi,

    For those that, are having this issue also with HP printers and not able to set HP printers "Device Settings" - "Printer Status Notifications" to "disabled".

    Locate your printer with the registry under HKLM:
    HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Print\Printers\

    Under each printer installed on the print server the subkey:
    PrinterDriverData

    Locate the DWORD Value:
    SSNPNotifyEventSetting
    0 = Disabled
    (Note if this Key does not exist Create it as as in my case)

    SSNPNotifyEventSetting REG_DWORD 0x00000001 (1)
    0 = Disabled

    Once the value is added Possibly restart the print spooler service and you should note this is disabled and greyed out.


    Hope this helps also

    Monday, July 29, 2013 1:19 AM
  • After lots of testing I have found a setting that has fixed all my HP CP5520 and HP M4555 printers that were crashing when printing from Office 365's 2013 pro plus.

    It's the driver setting in Device settings -> Installable options -> Printer Status notification, this needs to be disabled.

    I hope this also fixes other peoples problems.

    Shane

    My goodness, your solution seems to apply to my/our problem. Shane, you are great!

    Martin Drenth | MCP www.flores.nl

    Wednesday, August 14, 2013 8:34 AM
  • Shane

    Thank you for the orientation. I've successfully applied a similar procedure to HP CM1312 MFP (Office 365/Windows 7). It follows the full procedure: "Start">"Control Panel">"Hardware and Sound">"Devices and Printers"...select your printer and right-click on it, select "Printer Properties" (not only "properties"!), select tab "Device Settings">"Installed Options">"Printer Status Notification"...and disable it.

    Regards

    Celso

    Thursday, August 15, 2013 3:28 PM
  • I am salivating at the possibility of being able to print following this protocol. But I do not get any response from clicking "Printer Properties"! Nothing. 

    I am using Windows 7, Word 2013 and a HP Color LasserJet CP4025! Cant print. Very frustrating.

    Tuesday, August 20, 2013 10:35 PM
  • Thanks Shane for your suggestion.

    Disabling the Printer Status Notification appears to have fixed the HPMSN093.dll staying open problem after printing from Outlook 2013. Bit.

    Wednesday, October 23, 2013 4:12 AM
  • We were having similar issues on 10 brand new Dell Optiplex 3010 installed with Windows 7 x64 and Office 2013 x64. After numerous driver reinstallation's, correcting permissions on the print spooler service/ dlls/ and drivers, updating/repairing Office, and a few other "off the wall" attempts to fix. The solution for us ended up being to uninstall Office 2013 x64 and install Office 2013 x32. For whatever reason this solved all of our problems on all 10 systems. My only thought is that there could be some compatibility issue with Office 64 and the spooler, since the spooler is a 32 bit process. Hope this helps and good luck to all.
    Friday, October 25, 2013 6:14 PM
  • Precise and accurate.

    Thanks, Shane, you just saved me a lot of troubleshooting time.

    Wednesday, February 26, 2014 11:29 AM
  •   You da MAN Stoal!  (Or, you da WOMAN!)

    Wow, thanks, it really worked.  I was about at the limit but it makes sense that it would be hanging at the notification, because that's where it hangs.  I guess it's waiting for a signal it never receives.

    Can I come live with you, or at least my computer?

    Thursday, May 15, 2014 2:12 AM
  • We've been having exactly the same problem on several Win7 x64 machines which have just had Office 2013 x64 installed.

    When printing to HP printers (a Laserjet 4050 and a M475), using HP drivers (I tried the PCL 5 and 6 universal drivers, and the full driver install for the M475), the printer would hang after printing from either Word or Excel 2013 (didn't try any other office applications). 

    Eventually I disabled the notifications (by chance), and this seems to have fixed the problems.

    There's definitely a problem with the notifications for HP printers across all drivers, and with Office 2013.

    Tuesday, May 20, 2014 11:14 AM
  • All,

    I have been reading this post, and have tried to reproduce this issue. I would like to investigate this issue further. If you are still experiencing this issue, please reply to this thread.

    Best regards,

    Dan Eccher

    Dan Eccher
    AMS Advanced Technical Support
    Global Support Engineering

    Global Customer Care, PPS CSS

    Hewlett-Packard Co.


    Dan, this problem continues to occur to this day (20 May 2014) still with no resolution. As noted elsewhere, I've just installed two new Dell computers with Windows 8.1 Professional, Office 2013 Home & Business with a couple of new high-end HP LaserJet printers with the latest Universal PCL 6 drivers and I still had to disable the "Printer Status Notification" to get them to print. When is HP going to respond to this annoying and ongoing bug, which has been around as long as Office 2013 has? Thanks...
    Tuesday, May 20, 2014 8:18 PM
  • We were having similar issues on 10 brand new Dell Optiplex 3010 installed with Windows 7 x64 and Office 2013 x64. After numerous driver reinstallation's, correcting permissions on the print spooler service/ dlls/ and drivers, updating/repairing Office, and a few other "off the wall" attempts to fix. The solution for us ended up being to uninstall Office 2013 x64 and install Office 2013 x32. For whatever reason this solved all of our problems on all 10 systems. My only thought is that there could be some compatibility issue with Office 64 and the spooler, since the spooler is a 32 bit process. Hope this helps and good luck to all.

    Although I can't speak specifically to the Office 2013 64-bit installation (Microsoft recommends against it due to ongoing compatibility problems, unless you have a unique need for it) in each & every case I've encountered using the "Shane fix", as noted above, it has solved the problem immediately and without further ado.  It's also light-years easier than uninstalling and reinstalling all of the Office programs.  I would encourage everybody who has this problem to try the "quick fix" first before they go to all the trouble of uninstalling and reinstalling Office.  By the way, that still doesn't let HP off the hook for dragging their feet so long in (not) fixing this; it's criminal that they've ignored it nearly 2 years now when they're fully aware of the problem everybody is having; it certainly has not been kept a secret...
    Wednesday, May 21, 2014 8:14 AM
  • All, my apologies for the delayed response. This issue has not been ignored, and is being addressed with the next roll of the Universal Print Driver (UPD), slated for late Aug 2014. While we haven't been able to repro this issue, we have been able to root-cause from dump files provided by a few customers. As you have all found out, disabling status notifications (SNP) is the work-around, which doesn't get enabled if the driver is being installed in a 100+user domain (USERDNSDOMAIN environment variable set, then LDAP query for # of users). 

    I hope this helps, and again, apologies for the delay in response. 

    Feel free to contact me directly with any questions/comments. 

    Best regards,

    Dan 

    Daniel.eccher@hp.com

    Thursday, May 22, 2014 4:40 PM
  • All, my apologies for the delayed response. This issue has not been ignored, and is being addressed with the next roll of the Universal Print Driver (UPD), slated for late Aug 2014. While we haven't been able to repro this issue, we have been able to root-cause from dump files provided by a few customers. As you have all found out, disabling status notifications (SNP) is the work-around, which doesn't get enabled if the driver is being installed in a 100+user domain (USERDNSDOMAIN environment variable set, then LDAP query for # of users). 

    I hope this helps, and again, apologies for the delay in response. 

    Feel free to contact me directly with any questions/comments. 

    Best regards,

    Dan 

    Daniel.eccher@hp.com

    First of all, thanks for the update Dan; it's been an awfully long time in coming.  And now a few questions if I (and many others, I'm sure) may (& I'm not trying to be rude or ungrateful here, just direct):

    1. I'm incredulous that HP couldn't reproduce this problem when countless other people have experienced it each time they installed the printer driver; seems like at some point you said you were trying to reproduce it on virtual machines, which apparently still are not like a regular "hardware install" on a standalone computer.  Did you guys in fact try it with individual standalone computers by doing clean installs on them? As mentioned elsewhere, this occurs exclusively with Office 13, regardless of whether it's on Windows 7, Windows 8 or Windows 8.1.  In my broad experience it never happened with Office 2010.

    2.  What on Earth took so long after the original problem was identified and reported over a year ago?  That's a really long response time, much more so than HP usually takes to address such a vexing bug.  Remember this was not just a minor annoyance; you could only print one job at a time and then the computer would be useless to print again (often locking up completely) until it was rebooted. This caused my clients untold agony, not to mention me, because I was expected to explain what the problem was and magically fix it.  (Fortunately after the work-around became known I could sort of head it off at the pass on future installations.)

    3.  Finally just exactly what, technically, was causing the problem?  After all the turmoil and brain-damage we went through confronting this nightmare, I (and countless others, I'm sure) would like to know exactly what caused it to blow up after printing only one time; I've never seen a bug like that before or after this time.

    Thanks and standing by...


    Friday, May 23, 2014 7:28 AM
  • All, my apologies for the delayed response. This issue has not been ignored, and is being addressed with the next roll of the Universal Print Driver (UPD), slated for late Aug 2014. While we haven't been able to repro this issue, we have been able to root-cause from dump files provided by a few customers. As you have all found out, disabling status notifications (SNP) is the work-around, which doesn't get enabled if the driver is being installed in a 100+user domain (USERDNSDOMAIN environment variable set, then LDAP query for # of users). 

    I hope this helps, and again, apologies for the delay in response. 

    Feel free to contact me directly with any questions/comments. 

    Best regards,

    Dan 

    Daniel.eccher@hp.com

    First of all, thanks for the update Dan; it's been an awfully long time in coming.  And now a few questions if I (and many others, I'm sure) may (& I'm not trying to be rude or ungrateful here, just direct):

    1. I'm incredulous that HP couldn't reproduce this problem when countless other people have experienced it each time they installed the printer driver; seems like at some point you said you were trying to reproduce it on virtual machines, which apparently still are not like a regular "hardware install" on a standalone computer.  Did you guys in fact try it with individual standalone computers by doing clean installs on them? As mentioned elsewhere, this occurs exclusively with Office 13, regardless of whether it's on Windows 7, Windows 8 or Windows 8.1.  In my broad experience it never happened with Office 2010.

    2.  What on Earth took so long after the original problem was identified and reported over a year ago?  That's a really long response time, much more so than HP usually takes to address such a vexing bug.  Remember this was not just a minor annoyance; you could only print one job at a time and then the computer would be useless to print again (often locking up completely) until it was rebooted. This caused my clients untold agony, not to mention me, because I was expected to explain what the problem was and magically fix it.  (Fortunately after the work-around became known I could sort of head it off at the pass on future installations.)

    3.  Finally just exactly what, technically, was causing the problem?  After all the turmoil and brain-damage we went through confronting this nightmare, I (and countless others, I'm sure) would like to know exactly what caused it to blow up after printing only one time; I've never seen a bug like that before or after this time.

    Thanks and standing by...


    I would like to hear Dan's response to this, since in every situation I have encountered, I have been using HP Elite or EliteDesk computers, and HP LaserJet late model printers.  It seems to happen every time.

    Michael

    Tuesday, June 03, 2014 7:18 PM
  • After lots of testing I have found a setting that has fixed all my HP CP5520 and HP M4555 printers that were crashing when printing from Office 365's 2013 pro plus.

    It's the driver setting in Device settings -> Installable options -> Printer Status notification, this needs to be disabled.

    I hope this also fixes other peoples problems.

    Shane

    This fixed it for me. HP LaserJet Pro 400 MFP on a Windows 2008 R2 Print Server.

    I removed the setting in Printer Preferences > Device Settings > Installable Options > Printer Status Notification: change to Disabled

    Then I removed the printer for the client computer, and restarted the client computer.

    I then reinstalled the printer from the print server, rebooted, and tested Excel and Word.


    • Edited by ATLTEK Thursday, June 19, 2014 9:22 PM
    Thursday, June 19, 2014 9:21 PM
  • I have had the same problem hp laserprinter 4700dn - windows 7. After installation of Office 2013 only some pages are printed like all the other wrote it before.

    After change the setting  Printer Status Notification to Disabled it was working as Shane described above.

    Thank you very much for you help help Shane.

    Axel

    Monday, July 07, 2014 2:00 AM
  • Nice one! Thanks! Cannot believe this is what was causing the issue! It worked for me
    Monday, July 07, 2014 2:14 PM
  • Yes indeed! And we are all still awaiting an update from Dan Eccher to confirm exactly when the much-needed (and very belated) Universal Print Driver update will be released which is supposed to fix this nightmarish problem.  "Late August" is getting pretty close, to be sure...
    Wednesday, July 09, 2014 5:45 AM
  • this worked great for me. Thanks so much for this
    Wednesday, July 16, 2014 9:14 PM
  • OMG ! I have been working to fix this problem all day.  Your driver tweek worked like a charm.  thank you so much for posting the fix.  We have a small 10 user network all with old Office 2003.  Decided to buy just Outlook 2013, via key card.  The download went on perfectly from Microsoft. But trying to print anything a 2nd time crashed the program.  Also after dumping Outlook via the task manager. No other application would be able to print. It was difficult finding the fix as well, you really have to just search for certain key words and phrases.

    Thanks so much for taking the time to post this fix.

    Friday, July 25, 2014 9:55 PM
  • Hmm.  I have Microsoft Office 365 64 bit and Windows 7 Professional 64 bit on 4 computers and having the same problem on HP LaserJet M601.
    Wednesday, July 30, 2014 4:45 PM
  • All,

    UPD5.9 has released, and is available on www.hp.com/go/upd. This issue is documented in the UPD5.9 Release Notes as resolved under issue "25348 Office 2013 and Office 365 may hang after printing when status notification pop-ups are enabled."

    If you continue to experience issues after updating to UPD5.9, please contact HP Support (800-334-5144) referencing this forum post, and my name. Doing so will ensure we get the issue properly qualified and cases needed for an escalation into the HP Labs. You can also send me a head's-up, informing me of the issues, so I can follow-up on them.

    Best regards,

    Dan Eccher

    daniel.eccher@hp.com

    Thursday, August 14, 2014 2:20 PM
  • Thanks Shane, It works fine.
    Thursday, August 28, 2014 4:43 AM
  • Using Office 365 32 bit, Windows 7, fixed and wireless network and just installed a brand new HP MFP M476dw. Same problem as everyone else have reported. One printout works - then printer gets locked up.

    Spent an hour and half with HP support yesterday. Uninstalled and reinstalled drivers and tested a bunch of other things. Nothing worked.

    Then found this thread. THANKS SHANE! Amazing - the fix worked and seems that HP still hasn't a fix. Or at least hasn´t been ablre to distribute it to its support centers. And why do I have to find the solution on a MS support page and not on HP's?? 

    (By the way - our Lexmark and Canon printers on the same network work fine)


    Friday, September 12, 2014 12:56 PM
  • It's the driver setting in Device settings -> Installable options -> Printer Status notification, this needs to be disabled.

    This fixed the problem

    Thank you very much Shane

    Wednesday, November 05, 2014 6:18 PM
  • Shane is a genius. I have been fighting this problem for well over a year now and never had time to resolve it. Finally found a post where HP tech support wasn't sending people on a wild goose chase checking all kinds of things that were not the problem. HP driver updates still don't resolve the issue that is solved by Shane here with the quickest fix possible. THANK YOU, THANK YOU, THANK YOU!!

    This worked on both my computers which were having the same problem.

    1) HP Laptop Win 8.1 64 bit, Office 2010 32 bit.

    2) Desktop Win 7-64 bit, Office 2013 64 bit.


    Friday, November 14, 2014 12:49 PM
  • This fixed my issue as well.

    SD

    Monday, November 17, 2014 6:44 PM
  • Thanks , Shane....
    Tuesday, December 30, 2014 10:58 AM
  • Thanks Shane, fixed my M451dn printing issue!
    Thursday, March 26, 2015 11:06 AM
  • hey Folks... thanks for this one.. was stuck with thin one for quite some time. Cheers..!!
    Tuesday, May 19, 2015 7:27 PM
  • After lots of testing I have found a setting that has fixed all my HP CP5520 and HP M4555 printers that were crashing when printing from Office 365's 2013 pro plus.

    It's the driver setting in Device settings -> Installable options -> Printer Status notification, this needs to be disabled.

    I hope this also fixes other peoples problems.

    Shane

    After setting this option and after restart computer the printer goes to the autonomous mode and automatically the new same printer is installed. And if to remove autonomy from that first printer it doesn't print - Error.
    Tuesday, June 02, 2015 6:46 PM
  • Switched compatibility mode for Word to Win XP mode and worked fine.
    Thursday, August 20, 2015 1:20 PM
  • The Device settings -> Installable options -> Printer Status Notification is grayed and doesn't allow me to change it to disabled.  How can I change it?  Thank you!

    Wednesday, September 30, 2015 6:09 AM
  • thanks a lot Shane! 

    mark

    Wednesday, October 14, 2015 8:08 AM
  • Shane,   

    You're the Man! 

    This problem has dogged me for more than a year.  It only occurs on one PC on the network when printing to a HP LaserJet M602, all PC's using Windows 7 Pro, 64 bit.  I tried removing and reinstalling the printer, using different print drivers, etc.  I finally resorted to opening task manager and ending the rundll32 process every time the spooler hung up. 

    Your fix did the trick.  Device settings -> Installable options -> Printer Status notification was enabled, I disabled it and the  spooler hung up problem went away.   

    Thank you,

    Kevin

    Friday, February 05, 2016 5:56 PM
  • Hi Guys,

    Sorry for refreshing this old topic but it seems that I have quite similiar problem. I have a PC with Win 10 x64 and HP Color LaserJet MFP 477fdw printer and Office 2013. The same problem - everything works despite the printing from Office. Of course, newest drivers etc are installed. I tried to change the installable options but... well I can't see such option in device settings. 

    How can I deal with that? Should I create a key in the registry with proper values?

    thank,

    Marcin

    Wednesday, February 24, 2016 7:26 AM
  • I'm having the same problem with a HP Pagewide Pro 477dW

    Windows 8.1 64 bit

    Office 2013

    Spent a week trying to fix it. Tried 3 versions of drivers, different profiles, etc etc.

    Can't disable notification settings, because the option isn't there.

    Has anyone found a solution for this problem yet?

    Thanks

    Thursday, August 04, 2016 12:15 PM
  • I was advised by HP to install the Universal Print Driver for Post Script

    24 hrs later and it seems to be working.

    Friday, August 05, 2016 2:06 PM
  • I cannot find  Device settings -> Installable options -> Printer Status notification in Windows 10. 
    Friday, August 05, 2016 5:03 PM
  • I want to confirm that our newly bought HP Color LaserJet MFP 477fdw crashes Excel upon selecting the printer from the available printers list. Sometimes it throws an error with a yellow sign that there's something wrong with either the memory or the network, but that's not the case. Other computers can print just fine and other printers are working flawlessly. It has got to be something with the driver of the 477fdw.

    We're going to try the universal print driver, but that should not be "a fix" in the first place.

    Office 2007 on Win7 & Win10 (tried upgrade to see if it changed anything, but it didn't).
    The computer is a HP ProDesk 400 G2.5 (serial number available to check) and the printer is connected through UTP.

    UPDATE: The universal print driver works, so there has to be something wrong with the type-specific driver.
    • Edited by KREATOS ICT Monday, January 23, 2017 11:28 PM
    Monday, January 23, 2017 12:21 PM
  • Awesome.. worked for 2/2 users thanks!
    Friday, June 02, 2017 6:05 PM
  • I cannot find  Device settings -> Installable options -> Printer Status notification in Windows 10. 

    Be sure you are logged in as Administrator.  Also I've noticed some drivers don't show this.  You may want to download the ones from the HP website.

    Michael

    Monday, June 12, 2017 3:58 PM